Job Title: Quality Control Manager IT/ITES/BPO
Location: Coimbatore/ Anywhere in South India
Experience: 12+ Years
Department: Quality / Operations Excellence

Job Description Quality Control Manager (IT / ITES / BPO)
Title : Quality Control Manager IT / ITES / BPO
Location : (WFO / Remote/ Hybrid) Need to confirm
Experience : 10+ years (with 4 6+ years in people/quality leadership)
Department : Quality / Operations Excellence
Job Summary
Lead the quality function across IT / ITES / BPO delivery design and run the Quality Management System (QMS),
own quality KPIs, lead audits, drive process improvements (RCA CAPA), and embed analytics and automation
into QA. You will manage a team of Quality Analysts / QA Leads, partner with Ops/Training/Clients, and drive
measurable improvements in customer experience and compliance.
Key Responsibilities
Own design, implementation and governance of the QMS (policies, scorecards, calibration, audit
cadence).
Lead, coach and scale quality teams across projects/centers (hiring, capacity planning, performance
management).
Define, monitor and report on quality KPIs SLAs (CSAT, QA score, error rate, AHT impact, compliance).
Conduct audits, root-cause analyses and implement CAPAs; reduce rework and defects.
Drive process improvement initiatives: Lean / Six Sigma projects, automation of QA checks, AI-assisted
monitoring.
Implement calibration sessions,



standard evaluation rubrics and quality knowledge base.
Build dashboards and self-service reports (Power BI / Tableau / Excel macros) to deliver real-time insights.
Collaborate with Training, Ops and Client stakeholders to close gaps and roll out improvement plans.
Manage vendor/client quality governance and prepare materials for external audits/certifications.
Lead initiatives to improve employee engagement and quality culture.
Required Skills Competencies
Strong knowledge of QA frameworks and standards: COPC, ISO
Advanced analytics skills Excel, SQL, Power BI / Tableau for root-cause trend analysis.

Experience with QA automation / speech/text analytics tools and AI-enabled monitoring (desirable).
Excellent stakeholder management and communication skills client-facing experience required.
Proven track record in building leading high-performing QA teams and change programs.
Solid problem solving RCA, corrective action planning, process documentation.
Qualifications
Any bachelor s degree
Minimum 12 years in Quality/Operations in IT / ITES / BPO with 4 6 years in managerial/leadership roles.

Requirements

Quality Manager, Root cause analysis,BPO/IT/ITES, CAPA

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